Refund Policy

This policy explains when refunds are available on Fannilla™ and how to request one. It applies to all users and forms part of the Terms of Service and Purchase & License Agreement.

Fannilla™ is owned and operated by Fannilla B.V., a company registered in the Netherlands (Chamber of Commerce no. 92142125), with its registered address at Blaak 34, 3011 TA Rotterdam, the Netherlands. Your agreement is with Fannilla B.V.

Users in the United States may interact with Fannilla, Inc., a US entity, solely for the purpose of payment processing and Creator payouts. Fannilla, Inc. acts in an administrative capacity on behalf of Fannilla B.V. and is not a separate contracting party to your agreement with us.

All transactions on Fannilla™ are subject to the terms set out in this policy. Refunds are only available in the circumstances described below. By making a purchase or adding funds to your Wallet on the platform, you agree to these terms.

As a Creator on Fannilla™, the following applies to refunds initiated by your Fans:

• You may be subject to refund requests from Fans under their statutory consumer rights. Refunds granted to Fans are for your account and risk.
• The Fannilla™ Creator Fee (20%) is non-refundable, even where a Fan receives a refund on a transaction.
• If a Fan initiates a chargeback through their bank or payment provider, the chargeback amount and any associated processing fees will be deducted from your Creator Earnings.
• Repeated or fraudulent chargebacks associated with your account may result in suspension or termination of your account.

A chargeback is a reversal of a transaction initiated directly with a bank or card provider, bypassing Fannilla™'s own support process. Chargebacks create costs and complications for all parties.

• Before initiating a chargeback or payment dispute, we ask you to contact Fannilla™ support at help@fannilla.com so we can try to resolve the issue.
• Fan accounts where a chargeback is initiated may be suspended pending investigation.
• If a chargeback is found to be abusive or fraudulent, Fannilla™ may permanently suspend the Fan's account. Any remaining Wallet balance will be handled in accordance with applicable law, after deduction of amounts owed due to the chargeback.
• Creator Earnings equivalent to the chargeback amount, plus any associated fees charged by the payment provider, will be deducted from the Creator's account.

• Wallet top-ups: Via your Wallet under Latest Transactions within 14 days of the top-up, provided no funds from that top-up have been spent.
• All other refunds: Email help@fannilla.com with your username, transaction reference number, amount, date of transaction, and a clear description of the reason for your request.
• Refund requests must be submitted within 14 days of the relevant transaction, or, if later, within 14 days of the event giving rise to the refund, unless a longer period applies under applicable law.
• We will acknowledge refund requests within 2 business days and provide a substantive response within 7 business days. If you are not satisfied with our response, you may initiate a formal escalation via appeal@fannilla.com, or seek redress through alternative dispute resolution (ADR) bodies in your country of residence, or the competent court as set out in section 7 (If You Are Not Satisfied) of the Complaints Policy.

Fannilla™ reserves the right to refuse refund requests that do not meet the criteria set out in this policy, or where abuse of the refund process is suspected. This includes, but is not limited to, patterns of topping up and immediately requesting refunds, or coordinated refund requests designed to cause financial harm to Creators.

Nothing in this Refund Policy limits or excludes your statutory rights in relation to a refund as a Consumer under applicable law. EU Consumers retain the protections afforded by the EU Consumer Rights Directive and applicable national consumer legislation, regardless of the terms set out in this policy. This policy is intended to complement, not replace, your legal rights.

This Refund Policy is governed by the laws of the Netherlands. EU Consumers retain the protections afforded by the mandatory laws of their country of residence. Nothing in this policy affects your statutory rights.